Cloud Operations & Support Engineer (L1 / L2)
About Bitdeer:
Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud.
Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers. Apart from designing industry-leading ASIC chips and manufacturing mining rigs, the Group handles complex processes involved in computing across the value chain. This includes equipment procurement, transport logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities to customers with a high demand for artificial intelligence.
Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, and deploys Bitcoin mining and HPC datacenters in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia.
About the team:
Our public-cloud GPU platform (10,000+ GPU, multi-region) runs 7×24 for external customers under SLA. As a Cloud Operations & Support Engineer you are the front line: within each shift you both handle customer tickets and monitor platform health / respond to alerts (NOC) — triaging, resolving what you can, and escalating cleanly. This is a dual-responsibility, follow-the-sun role across regions.
What you will be responsible for:
- Handle customer support tickets and requests: intake, triage, troubleshooting, resolution, and clear status communication within SLA response / resolution targets.
- Monitor platform health and respond to alerts (NOC first response): acknowledge, assess severity, initiate incident handling, and post customer-facing status updates.
- Troubleshoot common issues across GPU instances, VM / bare metal, networking, drivers / CUDA, storage, and billing / quota, using runbooks.
- Escalate cleanly along the chain (L1/L2 → L3 → SRE / Compute / R&D) with full context; never leave a ticket or alert unowned.
- Maintain and improve runbooks, knowledge base, and canned responses.
- Participate in a follow-the-sun 7×24 shift rotation across regions.
- Track and report ticket / alert metrics (response time, resolution time, MTTA).
How you will stand out:
- 1+ years (Middle: 3+) in cloud / technical support, NOC, or IT operations; strong new grads considered for L1.
- Solid Linux, networking, and cloud basics; methodical troubleshooting.
- Familiarity with GPU / CUDA, containers, VM / bare metal, or storage is a strong plus (trainable for the rest).
- Strong written English and customer communication; calm under incidents.
- Discipline to follow runbooks and escalate correctly.
- Willing to work shifts (follow-the-sun; region-local daytime where possible).
What you will experience working with us:
- A culture that values authenticity and diversity of thoughts and backgrounds;
- An inclusive and respectable environment with open workspaces and exciting start-up spirit;
- Fast-growing company with the chance to network with industrial pioneers and enthusiasts;
- Ability to contribute directly and make an impact on the future of the digital asset industry;
- Involvement in new projects, developing processes/systems;
- Personal accountability, autonomy, fast growth, and learning opportunities;
- Attractive welfare benefits and developmental opportunities such as training and mentoring.
--------------------------------------------------------------------
Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.
#LI-ST1